Help Desk Specialist

Vision Technologies, Inc; Glen Burnie (MD); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Vision Technologies, Inc. is seeking a detail-oriented help desk employee to join our growing team.

You will provide technical assistance and support to clients with computer systems, hardware, or software issues, and respond to queries or tickets with clear guidance. Responsibilities include monitoring the IT helpdesk, answering queries by phone/email/ticketing system, creating training materials with screenshots, documenting procedures, and maintaining daily system performance.

Qualifications

• Experience in IT helpdesk or support role preferred.
• Familiarity with Windows 10, Office applications, and AD basics.
• Strong customer service orientation and problem-solving mindset.
• Excellent communication and documentation skills.

Responsibilities

• Monitor and respond to helpdesk requests promptly through phone, email, or ticketing system.
• Provide technical assistance for hardware and software issues; run diagnostics and fix problems.
• Create step-by-step training material with screenshots for clients.
• Document internal procedures and maintain system performance.
• Escalate complex issues to tier-2/3 support and track resolution.
• Assist with LAN/WAN-related issues and contribute to FAQs for troubleshooting.

Skills

Customer service

Problem-solving

Attention to detail

IT helpdesk experience

Tools

Active Directory

Windows 10

Microsoft Office

Job description

Vision Technologies is seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Responsibilities:

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Respond to customer queries by phone, email or ticketing system
• Create step-by-step training material with screenshots for clients
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Document internal procedures
• Maintain daily performance of computer systems
• Ask educated questions and listen to customers to determine root cause of issues
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Run diagnostics to resolve problems
• Clean up computers
• Report significant and recurring issues to the tier-2/3 support team
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems or report to tier-2/3 support.
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting

Qualifications:

• Knowledge of Active Directory, Windows 10, Microsoft Office products
• Ability to diagnose and resolve basic computer/technical issues
• Outstanding customer service skills and positive attitude toward helping others.
• Keen attention to detail, memory of patterns, and interest in problem-solving
• 1 – 2 years of experience in the IT helpdesk field preferred
• Reliable transportation to get to and from the office
• Will be onsite for 4 days a week during training, and will be reduced to hybrid after initial training period ends